Incident Support Specialist
San Antonio, TX - Intermittent Telework
*US Citizenship is Required
We are looking for an organized and motivated analyst to support the Infrastructure Cloud team. This is a great role to start a career in incident response and cloud managed platforms!
You will provide support in documentation of issues related to cloud infrastructure from occurrence through resolution. Coordinate with various internal teams to ensure issues are being resolved and documented with resolution steps. Coordinate with tenants during production outages to ensure communication is occurring within the project and with the client, as necessary. Provide after-hour support when required with incidents when they occur. Communicate with various stakeholders to ensure they are kept up to date with incidents and issues.
Job Responsibilities
- Ensure cloud infrastructure issues are tracked from occurrence to resolution in production environment
* Review and manage the intake of cloud infrastructure related issues in Jira
* Coordinate across various account support teams to ensure cloud infrastructure issues are resolved
* May provide after-hours support with production issues related to cloud infrastructure issues
* May coordinate and facilitate meetings concerning existing issues status and/or new issues as they occur
* Coordinate and communicate with tenants and client when cloud infrastructure issues occur affecting user experiences
* Document processes for resolution and job as required
Minimum Qualifications
Associate degree or equivalent experience; Bachelor Degree preferred
0-2 years of experience
Other Job Specific Skills
- Must demonstrate good decision making and time management skills.
* Working knowledge of Microsoft Office and Jira
* Ability to work well independently and as part of a team.
* Strong interpersonal communication, presentation, and organizational skills.
* Ability to meet deadlines and show attention to detail.
* Ability to work in a fast-paced environment.
* Project management skills are a plus.
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